If your business frequently engages in inbound or outbound phone calls, it may be worthwhile for you to consider investing in computer telephony integration (CTI). CTI systems combine phone technology with computer technology, allowing users to take phone calls through a computer interface.

That’s not all.

CTI systems also provide a suite of functionality that can be used to enhance your company’s outbound efforts. For example, the PhoneIQ CTI system offers SMS capabilities that allow companies to send and receive text messages through the Salesforce CRM platform. Similar CTI systems also provide essential call-related functions, like call forwarding, call recording, merging, call monitoring, and more. 

If you are interested in operating a call center through your CRM, CTI solutions are perfect for you. Here’s how to combine your CTI with valuable features like SMS to improve your call center operations. 

What Is CTI?

CTI, which stands for computer telephony integration, describes any technology that allows computers to interact with telephones. This technology is primarily used in call centers, as in these environments, it can be used to improve human agents’ productivity dramatically. 

The essential functions of CTI systems include screen popping, automated dialing, phone controls, call routing and call transferring. With these systems in place, your call center will be able to take, make, and manage phone calls all through your CRM software. 

The Applications Of CTI Systems

If your goal is to enhance your outbound efforts by using CTI systems, understanding how CTI can be leveraged is important. Here are some applications of CTI.

Screen Pops

Screen pops are instant notifications that appear on-screen whenever a call is received. The screen pops display relevant information about the caller, including call history and past notes written by agents. Other details, such as caller location may also be recorded in the CTI-enabled CRM. 

With screen pops available in your call center, your agents will be better equipped to fulfill the requests of callers quickly and with minimal errors. Instead of toggling between multiple applications to evaluate caller information, it’s all available in an instant once the call is received. 

Call Authentication

Determining who is calling can be a time-consuming process when done manually without CTI software. Fortunately, CTI systems enable call center operations to automatically authenticate callers using the phone number, call history, and other data stored in your database. Since you’ll be informed that a caller has called in before, you can get started wherever you left off on the last call. 

Autodialing

When working in an outbound call center, dialing phone numbers manually can eat up tons of time that could be spent on the phone. CTI systems offer automated dialing, eliminating this redundant task.  

Creating an auto dialing campaign is simple with a CTI-enabled CRM. You can even leverage AI technology by using a predictive dialer. These dialers call numbers before agents are even available, minimizing the amount of time spent not on the phone.

Call Logging

Whether your business operates a sales call center or help desk line, the recordkeeping functions of CTI systems are sure to be beneficial. Your CTI will record all of your conversations, so agents won’t need to manually log every call they participate in. CTI systems can also be used to log text messages sent to you by your users. 

Analytics

CTI systems provide real-time analytics to track KPIs during active calls. You can see key metrics that help you understand your calling efforts. Then, you can run reports using your CRM tool. The call info, like date, time, duration, caller identification, and who answered, can be compiled into detailed reports. 

Maximize Agent Efficiency With a Power Dialer

Your team must call more of your leads in less time to achieve higher sales. Using a CTI system, you can equip your agents with the tools they need to capture leads and perform diverse interactions with your customers. One such tool is the power dialer. 

Several dialers are available to Salesforce users, but power dialing provides optimal benefits in most situations. To understand how to get the most help from the PhoneIQ power dialer, read on to learn what it offers. 

How To Leverage The Power Dialer

To get maximum value from your CTI power dialer, you should use all of its features when you can. The PhoneIQ power dialer is integrated directly into Salesforce, allowing you to view notifications, create pre-recorded voicemail drops, forward calls, and more. Even better, information is automatically logged when you use this tool, saving you time and money.

While the previously mentioned features are important, the main purpose of the power dialer is to dial outbound calls automatically. This increases the number of connections you can make, increasing potential revenue. 

Stop Flipping Through Applications

Without CTI, call center agents have to use multiple applications to access caller information. This decreases efficiency, impacting your bottom line. Your CRM database can be referenced at any time during calls placed through a CTI system. This means integrating CTI technology allows your agents to access all of the information they need directly through your CRM. 

Best Ways To Implement CTI Systems In Outbound Call Centers

Just buying a CTI system isn’t enough. You also need to figure out how to use the system most effectively. These are some ways you can implement CTI systems in your outbound call center. 

Route Calls More Efficiently

CTI systems offer intelligent call routing capabilities. These systems can support a massive number of calls, but if they aren’t routed efficiently, your callers won’t be able to reach the person they need to speak to very quickly. This costs you time, thereby costing your company money. 

With your CTI system in place, your company can eliminate incorrectly routed calls. That shortens the call processing time, allowing your agents to spend more time on the phone. 

Call center calls are qualified according to product segments, concerned departments, the degree of help required, and the caller’s history. This allows you to choose which calls go where.   

Train Agents More Effectively

With a CTI system operating within your CRM, you will have an easier time training new and experienced agents. The call monitoring feature allows you to listen in on calls, which can be useful in training environments. For example, if you need to provide an employee with examples of what to do and what not to do during a call, just listen in on their call and provide them with feedback afterward. If you aren’t free to listen in directly, you can always access the call recordings that are stored in your CRM.

Another way to train agents using CTI involves merging the call at an appropriate time. The call merge feature can be used during a call to invite a senior agent into the conversation. This can be helpful in situations where an agent is dealing with a particular issue for the first time. 

Become More Productive

Analytics tools are also available in a CTI-enabled CRM. You can generate detailed reports of caller data at any time using your CRM’s built-in reporting tools. If you use these analytics tools to track relevant KPI’s, you can discover new ways to improve performance in your company. 

For example, by using your CTI to track customer experience metrics, you can determine if your agents are performing at a satisfactory level. Other KPI’s, like agent utilization score, can help you find out how well your agents are doing their jobs correctly. If you want to learn more about tracking KPI’s to improve your outbound efforts, consider reading about 15 KPI’s you should track.

Incorporate SMS Messaging

SMS messaging is one of the most popular ways of communicating. People tend to open most of their text messages, so it makes sense to move your communication efforts onto SMS platforms. SMS is important, but using a handheld phone to manage client text messages is a hassle that isn’t worth dealing with. Instead, you can use a CTI system that offers SMS capabilities. 

Through a CTI, you can send and receive text messages right in your CRM. This allows for a much more intimate conversation between you and your customers. With one-on-one conversation as an option, your patrons are certain to have a greater experience with your agents. 

Boost Your Outbound Calling Efforts With a CTI

Now you know how a CTI system can help your call center operation excel. With this knowledge, you can shop for a CTI product that offers all of the functions listed above. 

We suggest that you take a look at the PhoneIQ CTI system. It includes all of the features most call centers need, such as call-related functions, automatic activity capture, and the power dialer. Want to learn more about the must-have features of a CTI system, read this article.

If you’re ready to start the process of implementing a full-scale CTI system in your outbound calling operation, speak with a PhoneIQ representative. They’ll help you understand CTI products more deeply, allowing you to make an informed purchase. 

You can reach a PhoneIQ representative by requesting a demo with the link below.